Back Office Modernization in the Age of Digital Transformation

As businesses continue to take advantage of digitaltools to maintain competitive advantage and improve the customer experience, we’re seeing an alarming tendency that harms legacy organizations in Charlotte who’ve been using the same processes and technology for years.

When companies begin the trek toward Digital Transformation, they tend to focus on customer-facing departments like Customer Service, Sales, and Marketing and neglect the Back Office. While it’s important to improve the buyer journey and accurately market your products and services, ignoring specific areas that also support customers, merchants, partners, and staff can hurt your ability to provide a efficient experience for everyone.

Our View

In our view, the Back Office is the foundation of your organization. If your system creates slow downs, the yield of your entire company suffers. For example, let’s say a organization brings on a new client in minutes but requires a long time to bring on a new employee or supplier. That’s a challenge because both your employees' skills and your partner’s products play a crucial role in providing exemplary service to the customer. Therefore, if those elements are not operating smoothly, your customer is ultimately the one who suffers. Your Front Office can only be as efficient as your Back Office, and both must be incorporated in a strategic digital transformation.

The Digital Back Office

Connected Systems

Systems are integrated logically to support the user experience for your employees, making it easier for knowledge workers to access more than one system. By arranging systems so that they’re communicating with one another, knowledge workers can avoid duplicative work, make better judgments, and focus on more important tasks.
Purpose Driven Processes

Doing things how you’ve always done them is no longer a valid reason for dodging change in your company processes. This inflexible mentality is destructive to any digital transformation or modernization goal and should be confronted through education on creating job expertise and change administration. Every job should have a stated goal, require minimal effort, and be aligned with this strategic initiative.
A Seamless Experience

It’s just as vital for your workers, partners, and merchants to have a pleasant user experience as it is for your clients. Eliminating swivel chair processes should be your first goal, particularly when onboarding new staff. In the era of digital transformation, a cumbersome hiring experience could diminish the health of your entire company.
Cloud, SaaS, Hybrid Transition

While Cloud and SaaS tools are increasing in utilization, businesses are moving more and more to Cloud and Hybrid structures and removing legacy systems to remain under budget and productive.
Security Expectations

Your clients, staff, suppliers, and partners all assume you will have state-of-the-art security protocols active that reduce the risk of a breach. Knowledge is power in the this digital generation and your business will be expected to defend it without sacrificing the user experience.
Intelligent Decision-Making
Organizations should make data-centric choices while employing Business Intelligence tools that facilitate decision-making with a 360-degree view that leverages multiple data authors and systems.
Task Automation

In the era146] of Intelligent Automation and Machine Learning, handling invoices or purchase orders should require minimal human intervention. Mundane tasks should be automated so that human assets can concentrate on the most vital work.